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Head of Global Consumer Bank North America Head of Customer Service

Job ID 20229442 Primary Location Irving, Texas, Jacksonville, Florida, Florence, Kentucky, Meridian, Idaho, San Antonio, Texas, Tucson, Arizona, Gray, Tennessee; Job Category Operations - Management Operations
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We are seeking a GCB North America Head of Customer Service to lead our colleagues who deliver extraordinary service across our full suite of North America Consumer products.  The Head of Customer Service will lead all of the Customer Service teams that support our products – our branded and cobrand cards, the cards we issue with partners, and our retail banking products and services; as well as the teams leading our Customer & Service Digitization- IVR, Sales & Retention Oversight, COVA, Bots & Messaging, Olympus/Desktop strategies and initiatives.  This role will be responsible for ~12,000 FTEs located across multiple servicing locations in the US and offshore, including Jacksonville, FL; Florence, KY; Boise, ID; Gray, TN; San Antonio, TX; India, Guatemala and Philippines. This leader will also represent the North American Operations organization on the U.S. Branded Cards leadership team. 

A Day in the Life:

  • Advocate for the customer experience and create executional practices/standards, ensuring all teams make fact-based and ROI positive investments in customer-centricity leveraging research and analytics, industry and market best practices and customer/business stakeholder feedback to create a great omnichannel, 360°customer experience that maximizes customer satisfaction and loyalty, delivering against Citi’s Brand Promise, and Customer Value Proposition and support profitable growth

  • Ensure partner businesses are supported with expert tools and solutions to build customer loyalty, increase profitability and drive business growth

  • Ensure connectivity and cohesion of all product teams along with ensuring vision and needs are met for partner

  • Develop and implement a global model that delivers a predictable and sustainable Service Delivery experience

  • An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry; Create and execute on vision for front-line servicing that enables Citi’s digital bank strategy and being the best for our customers.

  • Define and execute a rapid digitization strategy to drive the SPEED (straight through processing, end-to-end servicing and digital) initiatives that encompass a unified effort between the Businesses, Operations, and Technology to embed the digital experience across all customer touch points and internal processes spanning all areas of the Consumer Bank.

  • Build ongoing partnerships with key line of business leaders, operations leaders, and other stakeholders, including senior leaders to capitalize on opportunities for improved operational efficiency and effectiveness, particularly risk and control.

  • Lead the day to day servicing activities for 12,000 front-line customer servicing representatives sitting across multiple servicing locations.  These activities include thinking and aligning strategically to create a best-in-class servicing program – e.g., talent strategy, enabling training and tools, policies and procedures that support client-first servicing, and employee initiatives that generate excitement and high engagement. 

What You’ll Need:

  • Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint. 

  • Clear and optimistic vision for what can be.  Proven ability to execute with urgency and pragmatism in the current environment.   

  • Proven ability to drive action and clear decisions, leveraging analytics and test & learn without being held back by them.  Ability to recognize andrecover quickly from failures – both as an individual and on behalf of the team. 

  • Proven ability to create, communicate and ‘sell’ compelling strategies at all levels of the organization.  Highly effective at building, nurturing and leveraging relationships – even in challenging environments with sometimes competing priorities.  

  • Infectious excitement to lead a large, diverse team through change (great and small, slow and fast, clear and less obvious), and generate followership along the way.

  • Authentic people leader who invests in nurturing potential, as well as proven talent.  Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team. 

  • High affinity and comfort with technology (digital and non-digital), its rapid evolution as it relates to customer service, and the potential to redefine what servicing excellence can be

  • 15+ years of experience, including 10+ years' managerial experience

  • Experience in financial services leadership

  • Demonstrates effective relationship management skills

  • Proven execution skills and ability to drive results in a Business/Operational organization

  • Bachelor’s/University degree, Master’s degree preferred; managerial experience


Job Family Group:

Operations - Management Operations


Job Family:

Management Leadership


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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